Senior Production Support Engineer - Remote

Overview

The Senior Production Support Engineer role in our European team is at the centre of the customer experience for Marqeta. We strive to provide the highest quality support and service to our valued customers. You will play a critical role in managing the technical needs of Marqeta customers.

In Short

• Configure environments and controls.
• Troubleshoot collaboratively as customers integrate with our platform, guiding them through technical documentation and assessing root causes for errors.
• Provide high-quality support to our customers.
• Become a Marqeta product expert.
• Assist in monitoring production transaction volume, functionality, capacity, and performance.
• Assist in responding to alerts, data, and trends that have a customer impact.
• Coordinate and execute internal projects to better improve the support process.
• Be proactive in monitoring, optimising issuer resolution, and implementing corrective action planning.
• Interact with Product, Engineering, and Technical Operational teams to provide feedback on production support-related issues and improvements.
• Provide on-call support for rotations and escalations.

Requirements

• Experience in the card payments industry is critical for success in this role.
• Ability to work in a customer-facing role, with strong written and verbal communication skills.
• Enjoy working in a team environment.
• 4+ years of experience in technical support, production support, or IT support for B2B customers.
• Good understanding of API technologies and troubleshooting.
• Comfortable working within a Linux environment.
• Intermediate SQL knowledge (MySQL or Postgres experience preferred).
• Scriptwriting - Python, Ruby, Shell, etc.
• Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, etc.
• The ability and desire to learn new technologies and tools.

Benefits

• Premium Private Medical and Dental coverage.
• Generous time off program with additional “Floating Holiday days”.
• Retirement savings program with company contribution.
• Equity in a publicly-traded company and an Employee Stock Purchase Program.
• Monthly stipend to support our remote work model.
• Annual development stipend to support our people growth and development.
• Family-forming benefits and up to 20 weeks of Parental Leave.
• Wellbeing programs i.e. Modern Health, HealthKick and much more…